Company: Progreso Financiero
Progreso Financiero products have been designed to meet the Hispanic community’s financial needs in the United States. The company provides unsecured loans to fixed capital with small fixed payments.
Background
Given the success of its commercial formula, Progreso Financiero needed to expand in order to increase its network of accredited people in American states with a Hispanic population.
Goals
Through a detailed assessment of the operating model, a work plan was designed to create a step-by-step model of best practices and improve some processes
Results achieved
The partnership between NextDoor and Progreso Financiero began 8 years ago as a test from 6 agents’ pilot to a permanent 180 agents’ operation answering over 2 million calls yearly.
Company: US AUTO PARTS
One of the largest Auto Parts online retailers in the US, over 100 web pages offer their products and supports many markets, from auto-owners, small car shops, mechanic shops, and Auto Dealers.
Background
Given their experience on operating many call centers from their in house call center to manage vendors around the world and their US market expansion, they decided to go nearshore with a partner offering proximity and bilingual services.
Goals
To outsource services with a provider that offers the biculturalism and proximity, also meeting the quality standards their company needs.
To replicate their call center operational standards around the world with a new vendor, expanding their capacity to attend other contact channels like Chat and Email.
Results achieved
The partnership between NextDoor and USAP began 5 years ago as a test, NDS agent’s language skills helped USAP provide a better service and surpass their CSAT expectation and soon enough met sales conversion rates. From 10 agents’ pilot to a permanent 120 agents’ campaign.
Company: SHOP LC
Nationwide Home Shopping Network Company, they offer exceptional quality jewelry and home products to its customers 24/7.
Background
Given their outstanding value products and recent expansion, Shop LC needed a nearshore partner to support their growth and lower cost, keeping the same customer service quality their customers demand.
Goals
Find a nearshore partner able to support their 24/7 operational needs and meet their customer service levels, a bilingual service is also needed since their growth through the hispanic market in the US.
Results achieved
This partnership began 4 years ago as a test, NDS performance and customer services levels helped Shop LC meet their goals and provide them assurance they can grow with NDS, going to 8 agents to a currently 110 agents’ campaign, 24/7.
